Product Installations across 51+ countries

24x7 Help Desk

Our Helpdesk serves as an interface between the end users of IT service and the administrators responsible for managing the service. It plays a crucial role in ascertaining service availability till the last mile, by facilitating quick turnarounds for any inconvenience to the users. Helpdesk is able to provide efficient and cost effective service through the use of tools and processes acclimatized to suit the client environment. Our Help Desk service includes the following aspects:

Escalating the query to the concerned L2 technical support team and follow up

Closure of the request after confirmation from requestor

Empowering users to resolve their queries/basic issues through a self-service portal containing extensive FAQ’s and knowledge repository. This portal is kept updated with the latest queries based on monthly trend analysis of the requests.

Providing L1 support for resolution of queries

Regular training to enhance the scope of L1 support

Use of updated knowledge repository in resolving queries without escalations to L2 support

Focus on restoring the service back to normalcy as quickly as possible and contain the impact on operations for the L2 escalations